Knowledge
Guides on IT service & operations
Fundamentals and best practices on IT service management, ticket systems, data protection and service levels - explained clearly and vendor-neutrally.
All guide articles
Billing
Automating subscription billing: how quantity reconciliation actually works
How an automatic reconciliation between a distributor portal and a contract works technically: the right key, day-accurate pro-rata charges.
Read on →Law & obligations
The German e-invoicing obligation: what businesses now have to handle
What the e-invoicing obligation means in practice: receiving and issuing, ZUGFeRD versus XRechnung, the routing ID.
Read on →Processes
From ticket to invoice without a break in the chain
Where time and revenue get lost between the helpdesk and accounting, which four breaks are typical, and what an unbroken chain from request to payment looks like.
Read on →Billing
Billing cloud licences by hand: the quiet margin killer
Why monthly licence billing eats so much time, which five mistakes regularly cost money, and what an automation has to be able to do to deserve the name.
Read on →Fundamentals
What is PSA software? RMM, PSA and ITSM working together
PSA software explained: what professional services automation is, how it differs from RMM and ITSM, and what IT service providers should look for when choosing one.
Read on →Contracts
Billing maintenance contracts and hour quotas properly
Managing maintenance contracts and prepaid hours: how IT service providers keep budget, consumption and renewal in view - instead of wrestling with spreadsheets.
Read on →Fundamentals
What is an ITSM system? Definition, functions and benefits
ITSM explained simply: what an IT service management system is, which functions belong to it (tickets, SLA, inventory, contracts) and what matters when choosing one.
Read on →Selection
Choosing a ticket system as an IT service provider: what to look for
Which ticket system fits an IT service provider? The criteria that matter: email integration, SLA, contract and budget link, inventory integration.
Read on →Data protection
GDPR-compliant software and hosting in Germany: a checklist
What to look for in GDPR-compliant software: hosting location, data processing agreement, encryption, access control, deletion policy and third-country transfers.
Read on →Best practice
SLAs in IT service: defining response and resolution times properly
Service level agreements in IT service: the difference between response and resolution time, priority levels, business hours and holidays.
Read on →Practice
IT inventory and documentation: methods and tools
Building an IT inventory and documentation properly: automatic versus manual capture, agent versus agentless, customer and site assignment.
Read on →Fundamentals
Case management: structuring requests and tasks across a team
What is case management? How teams in any industry structure requests, tasks and ownership - from the email inbox to a traceable completion.
Read on →Best practice
Keeping deadlines, appointments and digital approvals under control
How teams manage deadlines, appointments and approvals reliably: one central view, recurring appointments.
Read on →